Saroj Kumar Sinha, Manager – Relationship & Destination Management, Al Rostamani Travel & Holidays
Why would you recommend a travel protection plan?
Often, travellers begin the journey uninsured because travel insurance seems like a superfluous expense to them where money spent is money wasted. Leisure travellers are usually price-sensitive and business travellers are too focused on meeting deadlines. However, if flight delays, cancellations, lost baggage, medical emergencies or misplaced travel tickets do happen before, during or after they return, the realisation of the missing insurance dawns on the traveller; and it is then too late. There is nothing worse than sending a traveller to experience an amazing holiday or on a business trip only to have them contact us about lost luggage or being stuck at an airport. It’s an unfortunate mishap but can happen; hence we always advise travellers to take the precaution available that is Travel protection plans for a peace of mind.

When is the correct time for purchasing a travel protection cover?
The right time to purchase travel protection plans is when a traveller has finalised the holiday or business trip and not a mere afterthought. A standard travel protection cover is generally during the journey of the traveller for business or leisure; it should come into effect even before the traveller starts the journey from home. In fact, cancellation costs under defined circumstances are one of the key benefits of the ‘before’ element embedded within the ‘travel assurance’ products. Such benefits cover emergency-related events that might take place even before the journey.

Arijit Munshi, General Manager, Tune Protect – EMEIA
For business travellers if they are already covered under the company’s Global Corporate Medical plan, what further benefits do they need to evaluate?
Travellers with a corporate medical cover often have the misconception that they are covered for all unforeseen events while travelling abroad. However, the fact is that in such a corporate or individual medical cover provided in the country of residence, the traveller may not have international cover until and unless the need has been specified to the provider. The local medical cover will often not extend the peace of mind to the travellers when it comes to lost baggage, travel cancellations, delayed flight and more. The right thing a corporate traveller should do is take a travel protection with broad range of benefits to cover as much as possible unforeseen events that might happen.

While travelling to EU countries, Georgia,Turkey, travel insurance should be compliant. What benefits travellers can look at for these countries?
In this case, a traveller will require Schengen compliant travel insurance cover as majority of European countries come under the ambit of Schengen regulations. As many as 26 countries under the Schengen mark would require travel cover with a set of benefits as a mandate without which one would not be able to obtain a Schengen visa.

Research has shown that jet fuel can be produced using desert land and sea water through an innovative agricultural process. Khalifa University, Etihad Airways, Boeing, ADNOC, Safran, GE and BAUER Resources celebrate a major milestone in developing a sustainable aviation fuel value chain.

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The Sustainable Bioenergy Research Consortium (SBRC), a non-profit entity established by Masdar Institute that is part of Khalifa University of Science and Technology, recently announced the world’s first commercial flight using locally produced sustainable fuel on an Etihad Airways Boeing 787 powered by GE’s GEnx-1B engines. The flight from Abu Dhabi to Amsterdam marked a major milestone in the development of a clean, alternative aviation fuel to reduce carbon emissions. The initiative also addresses food security in the UAE through the farming of seafood as a core element in the process. The SBRC partners have been working together to prove the concept of a comprehensive value chain that is centered around the Seawater Energy and Agriculture System (SEAS). This is a synergistic industrial platform that supports the aviation sector, the oil and gas industry, food production and the creation of a new agricultural alternative in the UAE.

His Excellency Dr Thani bin Ahmed Al Zeyoudi, Minister of Climate Change and Environment, said, “Productive cross-disciplinary public-private partnerships are crucial to fuelling development efforts and creating game-changing innovations that enable a more sustainable future. Deep decarbonisation of energy-intensive industries has a ripple effect on food security and climate action. Clean, alternative aviation fuels are an innovative and sustainable solution to significantly reducing harmful carbon emissions. The UAE is proud to be a pioneer in this domain.”

Etihad Airways has been at the forefront of aviation biofuel research in the region and this marks the first time that a flight has been operated on fuel derived from plants grown in saltwater. Sustainable fuel for the flight was derived from oil in Salicornia plants, which were grown on the two-hectare SEAS farm in Masdar City. The SEAS is the world’s first desert ecosystem designed to produce fuel and food in saltwater.

Tony Douglas, Group Chief Executive Officer, Etihad Aviation Group, said, “This is a significant milestone for the UAE and its key industries. Etihad is fully committed to this project which demonstrates a successful proof of concept that is local, cost-effective and sustainable. Decarbonisation is important across the aviation industry and Etihad is proud to be at the forefront of this pioneering new research.”

As we kick-start 2019, we take a peek into the properties scheduled to open and the ones that have already opened.

Waldorf Astoria Dubai International Financial Centre (DIFC) Rooms/Suites inventory: 275 Opening Date: Spring 2019
Evoking the elegance of the early 1960’s New York jet-set era, Waldorf Astoria DIFC promises an urban retreat in the Gulf’s metropolis and presents an unparalleled service synonymous with the Waldorf Astoria brand. Featuring a dedicated business centre, ballroom and library among three other flexible meeting spaces, Waldorf Astoria DIFC provides an all-encompassing experience for the discerning travellers.

The Palm Tower Rooms/Suites inventory: 289 rooms & 43 luxury residences Opening Date: Q4 2019Nakheel has started constructing the rooftop infinity swimming pool at The Palm Tower, its 52-storey, luxury hotel and residential complex at the heart of Palm Jumeirah in Dubai. Perched 210 metres above ground and covering 775 square metres, the infinity pool – one of the highest in the world – borders all four sides of the building with panoramic views across Palm Jumeirah, the Arabian Gulf and the Dubai skyline.

Zabeel House The Greens Rooms/Suites inventory: 200 rooms & 10 apartments Opening Date: December 2018Moving into The Greens with a bang, Zabeel House by Jumeirah, The Greens is the third hotel to open as part of Jumeirah Group’s upscale casual brand launched earlier last year. Opening in Tower 3 of the Onyx Towers, the hotel is high on design synonymous with other hotels within the Zabeel House by Jumeirah collection; but inspired by New York loft living, with contemporary and yet quirky art and design throughout the hotel, representing the spirit of the Zabeel House by Jumeirah brand perfectly.

Four Points by Sheraton Sharjah Rooms/Suites inventory: 225 Opening Date: Q1 2019This will be the brand’s first hotel in the emirate and will complement the existing sister brand, the Sheraton Sharjah Beach Resort & Spa. Ideally located at the centre of Sharjah on King Faisal Street, the newest city hotel will have easy access for leisure with Al Majaz Waterfront in the south and for business in the north with the Bank Street. The hotel has a sizeable inventory of interconnecting and twin rooms

2019 marks an exciting milestone for Rixos The Palm Dubai as it receives a brand-new name to mark the launch of its new Luxury Suite collection.

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The rebranded Rixos The Palm Dubai Hotel and Suites will expand its offering on February 25 to launch an exquisite selection of suites, bringing the total number of rooms and suites in property to 316. The expansion builds on its renowned success in the region as the UAE’s first luxury multi-concept resort by further diversifying its offering. The Luxury Suite collection will comprise 82 suites, featuring four distinguished categories providing the ultimate luxury lifestyle experience by combining the homely comforts of a private residence, alongside the unparalleled service and amenities that Rixos The Palm Dubai is known for. Conveniently located in a dedicated building adjacent to the existing hotel, guests looking for exclusivity and privacy can choose from a collection of two, three-, fourand five-bedroom family suites, ideal for larger groups and multi-generational families seeking the ultimate holiday sanctuary. Guests staying in the new luxury suites can also take advantage of the property’s pioneering ultra all-inclusive holiday package allowing them to indulge in an extensive selection of culinary delights and over 70 international premium beverages across all restaurants and bars.

The Luxury Suite collection also extends exclusive benefits to its guests including private check-in, special spa treatments, VIP amenities on arrival, in-suite breakfast, complimentary afternoon tea, a private BBQ dinner experience, a complimentary local tour and two-hour use of non-motorised watersports, plus much more. In addition to dedicated amenities, which include private pools, a dedicated beach bar, and an authentic Turkish all-day dining restaurant, guests staying in the luxury suites can enjoy the added benefits of having world-class dining, entertainment and leisure facilities on their doorstep. With access to the private white sand beach, a comprehensive watersports programme, a private helipad, a newly renovated and enhanced Rixy Kids Club, and the secluded Anjana Spa, every family member is catered for

Following the successful launch of the Amadeus Champions Club in the Gulf in 2017, Amadeus has expanded the remit of its knowledge-sharing initiative. The club connects local travel agents and other industry leaders to review new policies and develop mutually-beneficial market intelligence.

In the year ahead, Amadeus will be offering more advanced topical seminars to club members. Dedicated members groups including social media forums are also being launched, with members gaining access to the new Amadeus Live Travel Community to engage with global peers. Team-building and other social activities are also being weaved into the club programme for the coming year. A special focus will be placed on enhancing member’s access to—and capabilities around— Global Distribution Systems (GDS). According to an IATA report, many of the rigid shopping processes the industry relies upon date back 50 years or more and reflect a different way in which products were sold. This is especially relevant as the combination of mobile devices, big data and Artificial Intelligence is set to revolutionise the retail experience. One recent report commissioned by Amadeus and conducted by the London School of Economics notes that the pressure to deliver more, differentiated travel content faster and in a digestible format brings great technical challenges.

Graham Nichols, Managing Director, Amadeus Gulf, said, “The Amadeus Champions Club is a unique programme for those who seek to constantly sharpen their skills and go beyond their daily duties to push the industry forward. We are committed to growing this initiative and continuing to innovate with club members in the years to come.”

Cristian Sucu, Director Operations, Amadeus Gulf, said, “The Amadeus Champions Club is a unique platform for representatives of the Gulf’s travel sector, enabling them to expand upon their knowledge and create new synergies within the travel market. It is evolving with more initiatives for the members as they gain more skills and expertise”.

Members offered a space within the Amadeus Champions Club are recognised for their exceptional knowledge of history within the region’s travel industry.

Nabil El-Shafeay, CEO, Tryps.Tech shares information and special aspects of the first and only online distributor specialised in the in-destination tours, activities, attraction tickets, transfers and airport lounges, etc, worldwide fully localised in Arabic.

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Share a brief of the ventures undertaken by Tryps.Tech.
Tryps.Tech is the first and only online distributor specialised in the ‘in-destination services’ for tours, activities, attraction tickets, transfers and airport lounges. Also, it is the first online distributor worldwide to provide thousands of tours and activities fully localised in Arabic. With our innovative technology, we help resellers from online and offline travel agencies, hotels and airlines connect with more than 2000 providers of tours and activities at more than 600+ destinations in 130 countries. We are empowering online travel agencies through our API and white-label solutions in the region and in Europe. Besides, we are also in discussion with some local carriers who are interested in selling ‘in-destination services’ to their clients.

Please explain about the online tours and activities market in the Middle East.
Tours and activities in the Middle East generated US $3 billion by 2018. Our region is the fifth in terms of numbers of providers of tours and activities right after Europe, LATAM and APAC, but is bigger than eastern Europe. The Middle East is diverse, big and is the fastest growing worldwide in terms of outbound. The number of tours and activities in the region is less than 2000, but if we add the rest of the ‘in-destination services’ like attractions, lounges and events, then the number could reach the 3000 things to do. On one hand, the number of tours and local experiences is growing while on the other, with most of the suppliers still working offline, bookings are taking up to 24 hours to get confirmed, as they can’t grant access to real-time availability and thus, instant booking confirmation.

Does it earn enough revenue?
Absolutely! The travel industry tends to focus on what is happening in aviation and hospitality since they drive 75 per cent of the global travel market, but the reason why we travel is the experience on the ground. After air and hotels, tours and activities segment is the third largest in the travel industry. It’s estimated to generate US $250 billion by 2020 globally. Also, margins are up to 50 per cent but in most cases, it’s 20 per cent to 25 per cent, which is much higher than what online travel agencies could earn from selling flight tickets or hotel bookings.

What are the key challenges faced?
Resellers of tours and activities from online and offline travel agencies, hotels and airlines have no reliable way to contracts for tours and activities from services providers worldwide. They deal with a fragmented and mostly, offline sector, with multiple currencies, complex contracting terms, different payment conditions, several booking processes, continuous content updates and a gap of real-time availability and thus, lack of instant booking confirmation. At the same time, thousands of service providers need an online hub where they could reach the final customer and increase their sales. These are the major hurdles that we are solving right now.

Could you share some of the travel behaviours of ME?
Middle Eastern travellers are last-minute bookers; 70 per cent of them are booking their things-to-do from 3 to 1 day before the activity date. Some other services like skip the line are mainly booked on the same day of the activity. The average booking value is US $100 and it’s for 2 travellers per booking, 60 per cent of the region outbound comes from the GCC. Their top destinations are London, Barcelona, Paris as for Europe; Dubai, Istanbul, Cairo as for ME; Bangkok, Singapore, and Hong Kong as for Asian destination.

What are their requirements and are the operators able to provide them the same?
Resellers of tours and activities must adapt their services to the customer’s needs and profile (age). Since 80 per cent of online travel bookings are made through App, mobile or tablet, they must be mobile-friendly. Also, technology advancement has contributed to making the middle eastern travellers become more demanding. They want to book tours and activities with instant booking confirmation and with access to real-time availability. The reseller must support the last-minute bookings and offer personalised service and experience to the travellers such as localised content, match of service expectation and price sensitivity.

Do these tech-savvy travellers get enough technical help?
Middle Eastern travellers are heavily into technology. They are into all tech trends — food is ordered online, goods are bought online, people are engaged into social networking with a daily average of three hours, especially on Facebook, Instagram and Snapchat followed by Twitter. So, as they get more into technology, online resellers have to work hard to match their expectations.

Serving the travel industry for the past two decades, Kathryn Wallington, Country Manager—UAE, Travelport, shares how she realised her fascination for travel, to explore the world and its many cultures, and her vision and growth plan for the company.

Shehara Rizly

Kathryn Wallington took the reins as Country Manager UAE for Travelport over a year ago and works with a highly-talented team to deliver best-in-class technical solutions that meet the evolving needs of their local customers. She states, “We truly believe our success is defined by our customers’ success. So, we are always focused on helping them achieve their goals and identify new growth opportunities in the market.”

Riding high on success
Starting off her career in 1990 at Thomas Cook Retail as a Sales Consultant, Wallington quickly worked her way up through various levels of management including team leader, Customer Service Manager and Branch Manager. She reminiscences, “During this period, I had many opportunities to travel the world, which fulfilled my dream as a young girl to work in the travel industry. Following this, I joined Travelport to develop my experience within the travel industry in 2005. I was interested in GDSs and technology, which made my transition exciting, and my parents have always encouraged me to take on new challenges in areas that I’m passionate about. I have always viewed Travelport as a progressive company with diverse areas of interest, allowing me to gain experience and knowledge as Head of UK Sales, Operations Manager for Europe, Global Customer Advocacy Senior Director and Strategic Customer lead for Europe. These roles enabled me to broaden my outlook on the business and gave me opportunities to develop my management skills across a number of teams while leading them to success in the UK and across the region. About 14 years later, I accepted the role of Country Manager for the UAE.”

Pursuit of passion
From an early age, she wanted to get into the travel industry. “I was fascinated by travel and wanted the opportunity to travel the world and experience new cultures. I feel lucky to have been able to achieve that goal. It’s often said that it is difficult to find a job that you love, but I did, and I feel privileged,” she happily shares.

Remarkable achievements
Being customer-focused, Wallington’s proudest moments, which will always stand out for her, are winning awards voted and judged by customers. She says, “One was a prestigious award I received as Sales Manager of the Year at the TTG Business Awards and the second was Travelport being awarded the Best Technology Partner and Best Travel Technology provider for the second year running at the Arabian Travel Awards 2018.”

Changes in the industry
Wallington shares about the many changes witnessed over the years in the industry that she holds dear to her heart. “The technology available today has enabled us to transform how the industry is engaging with travellers. I believe that one of the biggest changes is that travellers do not want to just book a flight any longer. They are looking for an enhanced experience, and for us to be able to meet their demands, we must adopt technologies such as Artificial Intelligence, big data and mobile applications.”

Working in the UK and Middle East
In her words, “the biggest similarity between the industry in the UK and the UAE is the willingness to embrace technology. Similar to the UK, the UAE travel agents are enthusiastic to adopt new technologies to better serve their customers. They also face the same challenges when dealing with experienced travellers. In both countries, our customers are passionate about what they do. I believe that there aren’t major differences between the two. However, the culture in the UAE presents a greater focus on the development of relationships with customers.”

Travelport makes a mark
Working for over two decades at Travelport, Wallington shared her thoughts on its growth plan. She stated, “We continue to reap the benefits of our transformation from a GDS to a travel commerce platform and remain well-positioned for long-term growth given our commercial wins and the ongoing investments we’re making. Our investments are focused in the key areas that differentiate us like our industry-leading travel content; our search, merchandising and shopping capabilities; and our leading mobile, data and payments solutions. We are also proud to have been the first travel commerce platform to be certified by IATA as a ‘Level 3’ aggregator under its New Distribution Capability initiative. In November 2018, we achieved another milestone as the first travel commerce platform to process bookings through NDC.”

Millennials & technology
According to ‘Travelport’s Digital Business Traveller Research 2018’, millennial business travellers in the UAE are driving an evolution in corporate travel by demanding both cutting-edge digital support throughout their trips and ondemand advice from consultants.

Set across two private islands, Niyama Private Islands Maldives is a Maldivian resort in the south-western atoll of Dhaalu. Hafidh Al Busaidy, General Manager of the property shares his plans for the new year.

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Share a brief about Niyama Islands.
Niyama is synonymous with luxury and is ideal for luxury travellers. Niyama Private Islands Maldives is an independent brand and the sister property of Anantara — a part of Minor Hotels. We specialise in curating bespoke experiences like private island dining, watching your favourite movie under the stars and much more. Also, we have 11 deluxe room categories ranging from spacious beachfront villas and one-bedroom water pavilions to three-bedroom family beach pavilions with two private pools, jacuzzi and a personal spa treatment room. With nine dining destinations, including a tree house restaurant and the world’s first underwater playground, guests can enhance their stay with surreal gastronomic experiences.

What is the USP of the property?Surrounded by the Indian Ocean’s azure waters, Niyama offers guests the tranquil and paradisiacal surroundings synonymous with the Maldives as well as a refreshing sense of discovery, stimulation and fun. The twin islands offer a multitude of once-in-a-lifetime luxury experiences for the stylish aspirational traveller. In addition to the islands’ silvery sands and crystalline waters, guests are encouraged to explore the numerous activities available across the two islands. From dining in the treetops at Nest to underwater partying at Subsix — a restaurant and bar beneath the ocean — Niyama provides ample opportunity to expand on the traditional Maldivian itinerary. The beauty of a dual island setting is that space at Niyama is in abundance. The jewel in the resort’s crown is the magnificent Crescent, a playground of five ultra-chic villas, all with private pools, for upto 14 adults and eight children. Boasting a private chef, two butlers, a housekeeper and a host of complimentary activities including movie under the stars, this over water sanctuary is the perfect paradise treat for the discerning Middle Eastern traveller with extended families.

Since the Middle East clientele requirements differ from others, how do you cope with the requests? Privacy and flexibility are key requirements of the Middle Eastern clientele. The Middle East market has a significant role to play as it is the closest major market to the Maldives with well established routes. Also, the Maldives offers a lot of things that this market loves — personal service, water sports options from diving to surfing and kite surfing, high-quality food and phenomenal hotels. Niyama Private Islands with its family-friendly and laid-back luxury vibe is large, but private — as it is built keeping privacy in mind. Please share your 2019 outlook. Whilst the market in 2018 was quite turbulent, Niyama performed well and our growth has been excellent. Our focus on delivering the best services and working closer with our partners will enable us to continue our planned growth. The market is growing in the Maldives and as the curve appears to be moving more towards oversupply of rooms, there is a great opportunity for those that offer something different and compelling.

What should the itinerary be for those visiting Niyama Islands for the first time?
Niyama in its small space has so much to offer from delicious dining options to sport and leisure options — an incredible spa, indoor and outdoor gym area, the only surf spot in the Island you can reach from our beach, diving snorkelling, sailing deep sea fishing as well as a multitude of excursions around the island and to neighbouring islands. We are happy to tailor-make experiences for our guests.

According to Dubai Business Events (DBE), Dubai secured a total of 261 successful bids for meetings, conferences and incentives in 2018. This is set to attract an additional 153,640 delegates to the city over the coming years and further cements the emirate as an attractive global business destination.

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The number of event bids won represents a 24 per cent increase from 2017 and will deliver an estimated economic impact of approximately AED 1.2 billion to Dubai. This success also marks a 62 per cent increase from the previous year in the number of delegates set to visit Dubai due to event bids won, signifying a shift towards larger-scale events. Throughout 2018, Dubai submitted 557 business event bids, up from 354 in 2017, and among the wins awarded were those for bids submitted in previous years. 2018 also marked DBE’s 15-year anniversary, and the results are testament to the efforts of stakeholders and partners across the city who worked with the bureau towards the shared aim of growing and developing the city’s business events sector.

Issam Kazim, Chief Executive Officer, Dubai Corporation for Tourism and Commerce Marketing, said, “Our goal in 2019 is to attract events that leave a lasting legacy for delegates and the city. To achieve this, we will continue to engage with business events professionals globally, while working with stakeholders and partners in Dubai to pursue opportunities to bid for major business events.”

Key bid wins from 2018 include the World Congress of Gastroenterology set to take place in 2021 with a total of 6,000 delegates in attendance, the Mary Kay China Incentive in 2019 with 800 delegates in attendance, as well as the World Nut and Dried Fruit Congress in 2020, which will bring 1,000 delegates to Dubai. Other notable wins in 2018 include the World Chambers Congress in Dubai in 2021 with 1,500 delegates set to attend and the Congress of the Societe International D’Urologie that will bring in 2,000 delegates to Dubai in 2021.

Steen Jakobsen, Assistant Vice President, DBE, said, “One of Dubai’s strengths when it comes creating compelling bids for major events is team work and collaborative approach by stakeholders across the city. The monumental growth in the number of delegates set to attend business events in Dubai as a result of 2018 bid wins is testimony to the emirate’s increasing appeal as a global business hub.”

In 2018, Dubai hosted the 57th edition of the ICCA Congress, that saw 1,156 meeting industry professionals from 79 countries gather in the Middle East.

Oneview has been serving the travel industry in the Middle East for the past seven years. Jauhar Abdul Gafoor, who recently took up reins as Chief Executive Officer, Oneview IT Solutions, shares his plans and aspirations for the year ahead.

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Tell us about your key plans for Oneview.
This year, we plan to support the agents interested in expanding their consolidation business. We have a system in place that can help them to consolidate their services through one portal and serve their clients better. Apart from that, we are concentrating more on managed services, which means we are going to work closely with the travel companies that already bought the technology from other companies. There are many TMCs who got the technology from different companies, but adoption is one of the biggest challenges for everyone. Our aim is to help them with their requirements.

What solutions do you provide to online travel companies?
We provide entire solutions for online travel companies through our managed services — from a customer calling to contact centre till they use the services, credit card fraud management and digital marketing to boosting the traffic and materialise the booking.

What are your major goals for 2019?
Our main goal for 2019 is to bring GDS, NDC and all LCC into one platform to enable travel agents to have access to various channels to have full content and choose the best for better yield. This will enable travel agencies to choose the right content according to their needs and requirements.

How accessible are you to the agents?
We have introduced our ready-to-deploy kiosk and sign-up with a couple of large TMCs to implement the unit for the preferred location around the UAE, including malls and other public places. We have introduced a new support centre in Abu Dhabi to help our customers from Middle East and Africa. We operate 24*7*365 and our customers can get level-1 and level-2 support immediately as and when required.